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Pivotal Development: Enhancing Social CRM
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Pivotal Development: Enhancing Social CRM


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Gain coding skills you can apply right away. …

Gain coding skills you can apply right away.

Daren Kinnaird, Technology Architect & Manager, CRM Development Services, Pivotal

Published in: Technology, Business

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  • Uncover social media intelligence by identifying prospects, tracking deal chatter, monitoring sentiment, spotting customer complaints and issues, and more Take action on social media insights by generating leads, assigning tasks, opening service tickets, and more Grow your social media presence by easily reaching out to contacts to invite them to join your social networks Simplify social media marketing by coordinating communications and launching them across channels in a single step Find connections between prospects, customers, consultants, influencers, and decision-makers to gain introductions and entry into opportunities Improve public relations by identifying and addressing customer issues reported on social media sites
  • Transcript

    • 1. PIVOTAL DEVELOPMENT:ENHANCING SOCIAL CRMDaren KinnairdTechnical Architect
    • 2. Paul GreenbergAuthor of CRM at the Speed of Light,Defines Social CRM:“Philosophy and a business strategy, supportedby a technology platform, business rules,workflow, processes and social characteristics,designed to engage the customer in acollaborative conversation."
    • 3. Pivotal Development:Enhancing Social CRM • A Quick Introduction • Getting Started with Social CRM • Two Practical Examples
    • 4. Social CRM StrategyWe don’t just integrate; we want to take: • Take Action • Take Advantage • Take Initiative • Take Notice
    • 5. Key Features • Uncover social media intelligence • Take action on social media insights • Grow your social media presence • Simplify social media marketing • Find connections • Improve public relations
    • 6. Functionality• Social Media Sites • Google Blog Search• Account Linking • Social Media Communication• Activity Viewing • CRM Actions• Aggregate Views • Facebook Event Management• Social Media Searches • Social Media Activity Tracking• Social Media Monitoring • Relationship Tracking• Insider Views
    • 7. SCRM 6.0 CompatibilityPivotal 6.0.6 - 6.0.10 installed • CMS, FS, HBPivotal Smart Client
    • 8. SCRM 6.0.10 CompatibilityPivotal 6.0.10 installed • Pivotal Contact Management • Sales Force Automation (Optional) • Customer Service and Support (Optional) • Social CRM Smart Client
    • 9. Install Steps• Import Social CRM Transporters• Import Language Strings• Customize and Setup
    • 10. What We Have So Far Business Module Pivotal Customer Sales Force Contact Service and Automation Management Support Social CRM
    • 11. Corporate Account Configuration• Setup Corporate Accounts
    • 12. Employee Configuration
    • 13. Online Presence
    • 14. Online Presence• Find out what is being said on Facebook, Twitter…• Minimize the need to go somewhere else
    • 15. Actions• Engage while looking at social media updates and create actions on them• Basic actions like adding a lead from their online presence • Facebook, LinkedIn...
    • 16. Action Examples • Outlook Tasks (PCM) • Stay Connected (Tweet or Re-Tweet) • Lead (SFA) • Support Incident (CSS)
    • 17. Scenarios for Action • Consolidate Tweets within the same company • Facebook events - Invite CRM Contacts to your Facebook event. • Facebook and Twitter Relationships - Get connected to the Opportunity - Identify influencer relationships on an opportunity.
    • 18. Out of the Box Actions
    • 19. Practical Example #1 • Enhance the Action Menu • Create a new Activity • Default data from the Social Update
    • 20. Notification Event Handler In computer programming, an event handler is an asynchronous callback subroutine that handles inputs received in a program.
    • 21. Event Handler Notification
    • 22. Notification Handlers
    • 23. Review Existing Notifications
    • 24. Notification Handlers
    • 25. Referencing SCRM using CdcSoftware.Pivotal.Applications.Scrm.Client; using CdcSoftware.Pivotal.Applications.Scrm; using CdcSoftware.Pivotal.Applications.Scrm.Data.Element;
    • 26. Notification Event in Code
    • 27. New Actions
    • 28. Setting up the Handler
    • 29. Defaults for a Social Status
    • 30. Defaults for Social User
    • 31. New Activity
    • 32. Practical Example #2 • Hashtag Search • Using the Twitter Interface to extend the functionality • Display Search Results
    • 33. Integrate Social Media
    • 34. Notification, One More Time
    • 35. Handler
    • 36. Searching Twitter
    • 37. Populating the Results
    • 38. Searching
    • 39. Action
    • 40. Techniques • Notification Event Handlers • Global • Table • Instance • Social Media Interfaces • Twitter • Facebook • LinkedIn
    • 41. QUESTIONS?